Emergency Department Service Excellence Ambassador

OhioHealth; United States; On-site; USD 32,000 - 42,000; Full time

Job summary

OhioHealth is seeking a Service Excellence Ambassador to deliver outstanding customer service to patients, families, visitors and physicians. The role involves facilitating communication, protecting patient confidentiality and acting as an advocate to resolve delays in admission and care.

You will greet visitors, answer calls, provide directions, and help staff maintain calm, clean lobbies. Evening shifts support patient experience across departments.

Qualifications

• Bachelor's degree required in a relevant field (communications, PR, health or equivalent).
• Knowledge of conflict resolution, interpersonal communication and medical terminology.
• Diversity training and ability to work in a hospital setting.
• Minimum two years of experience in a consumer advocacy or service role.

Responsibilities

• Provide information to visitors, patients and families about location, status and services while maintaining confidentiality.
• Facilitate communication between patient, family and hospital staff.
• Advocate for patients and expedite admissions and other delays when needed.
• Resolve problems and escalations; respond to special needs and ensure needs are met.
• Greet and escort visitors, assist with directions and wheelchairs; answer multi-line phone calls and transfer appropriately.
• Oversee information desks and lobby areas to maintain cleanliness and order.

Skills

Communication

Conflict resolution

Interpersonal communication

Medical terminology

Diversity training

Education

Bachelor's Degree (Required)

Communications / Public Relations / Health field

Job description

Job Description Summary

The Service Excellence Ambassador will provide exceptional customer service during every encounter with patients, families, visitors and OhioHealth physicians and associates. Ambassadors are responsible for giving and collecting information for visitors/families/patients regarding patient’s location, condition, and when appropriate, treatment progress, all while maintaining confidentiality; facilitating communication between patient, family and hospital staff; acting as a patient advocate by investigating concerns and expediting admission and other delays; resolving problems and complaints and escalating when necessary; responding to special needs and ensuring needs are being met; greeting, giving directions, and escorting visitors/families/patients, assisting with wheelchairs when necessary; answering multi-line phone and transferring callers to appropriate patient room or other location; overseeing functions of information desks and lobbies including but not limited to, cleanliness and order of lobbies and surrounding work areas.

Responsibilities And Duties

• 15% Giving and collecting information to visitors/families/patients regarding the patient's, location, condition and treatment progress while maintaining confidentiality
• 25% Communicating between patient, family and hospital staff
• 10% Acting as an advocate by investigating and expediting admission and other delays.
• 5% Resolving problems and complaints and escalating when necessary
• 15% Responding to special needs and ensuring needs are being met
• 10% Greeting, giving directions to and escorting visitors/families/patients, assisting with wheelchairs when necessary
• 5% Answers multi-line phone and transfers callers to appropriate patient room or other location 8.
• 15% Overseeing functions of information desks and lobbies including but not limited to, cleanliness and order of lobbies and surrounding work areas

The major duties, responsibilities and listed above are not intended to be all-inclusive of the duties, responsibilities and to be performed by employees in this job. Employee is expected to all perform other duties as requested by supervisor. As a High Reliability Organization (HRO), responsibilities require focus on safety, quality and efficiency in performing job duties. The job profile provides an overview of responsibilities and duties and is not intended to be an exhaustive list and is subject to change at any time.

Minimum Qualifications

• Bachelor's Degree (Required)
• Communications, Public Relations, Social Sciences, or health related field. Equivalent Experience may be considered.
• Knowledge of conflict resolution, interpersonal Communication, win-win negotiations, medical terminology, diversity training and working of hospital.
• Minimum Two Years of Experience in a consumer advocacy or service role.

Work Shift: Evening Scheduled Weekly Hours : 40 Department Customer Experience Office

Join us! ... if your passion is to work in a caring environment ... if you believe that learning is a life-long process ... if you strive for excellence and want to be among the best in the healthcare industry

Equal Employment Opportunity OhioHealth is an equal opportunity employer and fully supports and maintains compliance with all state, federal, and local regulations.

OhioHealth does not discriminate against associates or applicants because of race, color, genetic information, religion, sex, sexual orientation, gender identity or expression, age, ancestry, national origin, veteran status, military status, pregnancy, disability, marital status, familial status, or other characteristics protected by law.

Equal employment is extended to all person in all aspects of the associate-employer relationship including recruitment, hiring, training, promotion, transfer, compensation, discipline, reduction in staff, termination, assignment of benefits, and any other term or condition of employment

WE Are Inspired to Do Our Best. OhioHealth is a nationally recognized, innovative healthcare system delivering world-class patient care in a supportive, professional environment filled with limitless opportunities to learn and grow. We are a unique organization in the healthcare field. Our model system of facilities encompasses a wide scope of expertise and care. For professionals, we are a place where people committed to doing their best are given the tools and resources to accomplish our mission every single day. OhioHealth is recognized as a Great Place to Work CertifiedTM organization. The Great Place to Work® is a global authority on high-trust, high-performance workplace cultures. This recognition is one measure of our success in achieving a part of our vision ̶ to be an organization "where people want to work."